Managed Services & Service Operations Lead

About the Position

We are seeking an experienced Managed Services & Service Operations Lead to build, structure, and scale our 24/7 Operations Center. This role combines operational excellence, team leadership, and strategic client engagement. You will take ownership of first-line IT support delivery, ensuring strict adherence to SLAs, driving continuous improvement, and supporting business development through pre-sales collaboration.

Responsibilities

• Team Leadership & Development: Build, lead, and mentor a high-performing Operations Center team providing first-line IT support; foster a client-centric service culture and manage resource allocation for a continuous 24/7 support model.
• Service Operations & SLA Management: Oversee end-to-end incident and service request workflows in line with ITIL best practices and customer SLAs; serve as the primary escalation point for complex technical and operational issues.
• Pre-Sales & Commercial Support: Collaborate with Key Account Managers (KAMs) to support pre-sales activities, contribute to technical proposals, and align operations with customer requirements.
• Process Improvement & Tooling: Drive continuous service optimization using ITSM tools (ServiceNow), maintaining precise documentation, reporting, and team performance metrics.
• Cross-Functional Collaboration: Partner with internal technical units and engineering teams to ensure seamless service transition, delivery, and issue resolution.

Requirements

• Education & Background: Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.
• Leadership Experience: Proven track record in a leadership or managerial role within IT support, NOC, or Managed Services environments (experience building/scaling teams is a strong plus).
• Frameworks & Tools: Strong command of ITIL principles (ITIL Foundation certification is preferred) and hands-on experience with ServiceNow or similar enterprise ITSM platforms.
• Technical Breadth: Good general understanding of IT infrastructure technologies (Networks, Data Centers, Cloud).
• Soft Skills: Outstanding communication, escalation handling, and stakeholder management skills; high accountability and ability to thrive in a fast-paced environment.
• Languages: Professional working proficiency in English.

We Offer

• Flexible Work Model: Hybrid working arrangements with a strong focus on work-life balance.
• Growth & Recognition: Clear career progression, continuous training, performance-based rewards, and opportunities within a global ICT network.
• Comprehensive Benefits: Competitive salary package, additional annual leave, supplemental health insurance, wellness perks (e.g., MultiSport subsidies, annual medical check-ups), and employee stock purchase programs.
• Workplace Culture: An open-door, collaborative environment in a modern office in Zagreb.

If you are interested in this challenging position, we are looking forward to receiving your comprehensive application for ref.no. 111.765 preferably through our ISG career portal or via email.

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ISG International Service Group

ES-28040 Madrid, Calle Tirvia 5

Ignacio Topete Dominguez

@: [email protected]